Chewy.comReviews of chewy.com

This is my first experience with Chewy.com. I ordered two identical large items and they shipped out the day I ordered and I was told I would get them two days later. That day comes and goes and nothing then at midnight I get a fedex update that says next day. Next day, one item was delivered and the other I was texted by Fedex and said it may be delivered the next day even though it was on the truck. I needed help because Fedex keeps telling me different things or that I need to contact the company I purchased from so I contacted Chewy to get some help as I needed to know if I needed to cancel so I can get one from somewhere else and was pretty much told I just had to wait until it gets there whenever that could be, nothing they could do. As my husband is a shipping manager for a national company, I know that is not exactly true and said as much. There have been several exceptions on the item so would like to know if it needs to be resent, cancelled, etc. Instead of following up with the shipping company they choose to use, I was told nothing could be done and eventually offered a partial refund. I was not looking for something for free but trying to get help to find out when I could expect an item that I already purchased. If you need help after the item leaves the warehouse you are out of luck.

I ordered a crate for my puppy and the delivery date was 4 days after I ordered. 8 days letter I receive nothing, then get a email saying it will take a bit longer saying “no available delivery date.” Called and cancelled my order. I was issued a refund. Next day I didn’t get a full refund. I have to call back and ask why then I’m told I will get the shipping back but not the taxes. Also customer service never told me I would still be charged the shipping or taxes. If you aren’t going to send my order or give me a delivery date (mind you I have a puppy with no cage because of this that I am trying to train) I would expect a 100% refund. I don’t care if it’s $2 taxes if you aren’t providing good service you don’t deserve someone’s money. Never ordering from chewy again.

Products and price were good. But seriously, the delivery Boy left my 75lb package at the front apartment door instead of my ground floor apartment door and I had to get help carrying it down the steps. The only reason I used this is because I just got surgery and can’t lift heavy stuff. Get better delivery drivers!!

I don't even know where to start. I always love Chewy until March when my cat of 17 yrs ( who was on hills diet prescription food I ordered on auto delivery through chewy) passed suddenly. I obviously was distraught and left with 9 cases of wet cat food. I called to speak with representative about returning. The rep didn't say she was sorry for my loss....fast forward 4 mos and MULTIPLE attempts to return my cat food so i can get a refund all failed. I still have 2 boxes of cat food waiting to be picked up by fedex. FedEx comes all the time but the first 3 times you never sent me boxes. Finally after calling again and again and again i got 2 boxes but NO LABELS. FedEx came to pick up but with no labels the boxes sat outside, rained on and virtually destroyed. What finally prompted me to send an email is because on facebook a lady posted how wonderful you were and that you even refunded her for the prescription cat food WITHOUT returning ( donate to shelter) AND sent her a beautiful flower arrangement and sympathy card. I am just truly disgusted at your lack of empathy and the ridiculous long wait to return food. I am a good customer with hundreds worth of auto refill good for bunnies, dogs and cats yet i don't even get a " im sorry for your loss" or a refund for months!!! I'd love for someone to call me and appologize and offer me something for my months of aggravation, loss of time, wasted energy and especially the hurt I've endured thinking about my deceased cat for months trying to return cat food you could have easily refunded and donated back in March!!!! I still order supplies from you only because i need heavy dog food delivered due to physical constraints but it kills me everytime knowing what an awful company you have been since March. Looking forward to a MANAGER'S response to this complaint. Extremely dissatisfied customer

I honestly thought I was going to herald Chewy.com as this GREAT online pet store after hearing about them on social media and even my Vet's office. That is hardly the case with me. I am a senior with disabilities and also an extremely dissatisfied customer. And, here's why: Shipments: Extremely heavy and weighing over 60 lbs. I am forced to make several trips downstairs and must lug items up individually to my 2nd floor unit. Boxes: Poorly packed and not fully closed. Items: Are bent, broken and partially damaged, i.e., litter bag open and all its contents spilled out; canned food items dented; dental cat treat container opened and once again, contents spilled out. Losing important diabetic medication I am exhausted with calling, complaining and having promises made to bring my shipments up to my satisfaction and each delivery is worse than its predecessor. Chewy gladly takes my money yet I am writing a letter full of complaints. What's wrong with this picture? I plan to contact the American with Disabilities/Department of Labor and to the Better Business Bureau to enlighten them to what I feel is biased treatment. How many times does a disabled customer have to ask for shipping assistance with this company? At least I find some solace in knowing that each call placed by me is left with a note of complaint noted in my account -- so there is proof of my calls and requests. I'm going back to being overcharged by my Veterinarian. I'm sick and tired of this tug of war. Stop yessing customers to death and not following through! Can I just say I received another 40lb box and had to make THREE trips to bring all of the contents in!!!! Ugh...

They're not responsive to emails and they do not verify appropriately with the vet to get medication on time. Very little effort on their part. Multiple misunderstandings due to their employee incompetence.

They placate but don’t solve delivery issues with FedX. They credit the account but that doesn’t put cat food in the dish or litter in the box. And do nothing when FedX dumps 2 large boxes on the wrong side of the house. Time to go back to the pet store. It’s less work!!!

Horrible. For several weeks they said they were waiting for approval from my vet, but my vet approved it immediately. Then they canceled it because it took too long to approve. Horrible incompetent morons. Don’t waste your time!